Cisco Unified Contact Center Express Reviews & Product Details

Cisco Unified Contact Center Express provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response (IVR) ports that is easy to deploy and manage. This omnichannel solution is ideal for formal and informal small to medium-size contact centers. Unified Contact Center Express features: - Agent and supervisor experience: This intuitive contact center agent and supervisor desktop supports API for customization and centralization of daily tools and applications for a single workspace application. - Get insight on customer experience: Gather feedback from customers with post-call IVR, email, and web intercept surveys. Provides actionable insights for supervisors on agent performance and areas in need of improvement. - Seamless omnichannel interactions: Engage with customers on a variety of channels from a single intuitive contact center agent desktop that includes inbound voice, outbound voice, outbound IVR, and digital channels. - Simplified licensing: Provides a flexible and agile approach that streamlines the management of the customer's software licenses across the enterprise with a complete, and easy-to-use portal.

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Cisco Unified Contact Center Express Community

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Assamese, Bulgarian, Catalan, Czech, Danish, German, English, Finnish, French, Croatian, Hungarian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Turkish, Chinese (Simplified), Chinese (Traditional)

Overview by

Melody Leatherbury

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User Insights

Average based on 13 real user reviews.

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Rajesh K.

Cloud security Engineer

Enterprise (> 1000 emp.)

7/18/2025

"Cisco Tac"

5/5

What do you like best about Cisco Unified Contact Center Express?

Cisco UCCX stands out for its seamless integration with Cisco Unified Communications Manager (CUCM) and the broader Cisco collaboration ecosystem. The most valuable feature is its robust scripting engine (CCX Editor), which allows administrators to build customized call flows using drag-and-drop logic—ideal for creating intelligent IVRs, skill-based routing, and real-time decision-making. Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

One of the main drawbacks of UCCX is that its scripting environment (CCX Editor), while powerful, can be complex and unintuitive for new users. It has a steep learning curve, especially for administrators without a strong programming or scripting background. Review collected by and hosted on G2.com.

What problems is Cisco Unified Contact Center Express solving and how is that benefiting you?

Cisco UCCX solves the challenge of efficiently managing inbound customer interactions and routing them to the right agent or department based on skill, availability, or business logic. This ensures reduced call wait times, improved first-call resolution, and enhanced customer satisfaction. Review collected by and hosted on G2.com.

Janis B.

Senior Voice Engineer - Technical Lead

Enterprise (> 1000 emp.)

Originally submitted 2/14/2022

"UCCX is an ok product for small to medium businesses."

3.5/5

What do you like best about Cisco Unified Contact Center Express?

Cisco UCCX allows businesses to step into automated call routing and queue without breaking the bank. UCCX also keeps things in house as it's an on-premise solution. While this is not as feature-full as the UCCE, UCCX still allows powerful scripting, including database dips for dynamic routing. Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

UCCX is not as user-friendly as other products. There are cloud-based products that offer more straightforward setup and administration. I would not recommend this solution unless on-premise is a requirement and your business already has a heavy Cisco PBX investment. Review collected by and hosted on G2.com.

Recommendations to others considering Cisco Unified Contact Center Express:

Cloud solutions are out there that are more user-friendly. Cloud also offers better resiliency than UCCX. I would only look into UCCX if advanced routing with live database lookups is needed for your organization. Review collected by and hosted on G2.com.

What problems is Cisco Unified Contact Center Express solving and how is that benefiting you?

I used UCCX in the trucking industry to make routing decisions for inbound fleet callers to their managers. The routing significantly reduced the complexity and time required to get to an agent. Review collected by and hosted on G2.com.

Annie S.

Network Engineer

Enterprise (> 1000 emp.)

2/7/2022

"Network Engineer-User of This Product"

5/5

What do you like best about Cisco Unified Contact Center Express?

It is reliable and easy. I'm a Network Engineer by profession. I have been in this field for almost 8 years now. And working with Cisco devices is my everyday job. Cisco is a very good product, reliable, efficient for day-to-day use in a productive environment, and I have been enjoying fiddling around with this product technically. Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

Well, I don't see any downside of it when its demand is high in the market. Review collected by and hosted on G2.com.

Recommendations to others considering Cisco Unified Contact Center Express:

As it is, I would highly recommend to other industries to at least deploy this product in their environment to at least observe its value and scalability. Review collected by and hosted on G2.com.

What problems is Cisco Unified Contact Center Express solving and how is that benefiting you?

Well, as with my experience, we've been resolving issues related to IP phones with Cisco Unified, and that is a big benefit. Troubleshooting is also reliable. Review collected by and hosted on G2.com.

Lalit R.

Lead Engineer

Mid-Market (51-1000 emp.)

2/11/2022

"Contact center used for small solution."

3.5/5

What do you like best about Cisco Unified Contact Center Express?

Easy integration with Cisco CUCM where we can create new call flow easily. Call routing to agents can be done on CSQ or skill basis. Script can be validated from the editor tool. Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

Integration with other voice products is not possible. Audio files which need to be played during IVR need to be in specific format. Cannot make easy changes in the script as scripting is difficult in it. Review collected by and hosted on G2.com.

Verified User in Insurance

Mid-Market (51-1000 emp.)

2/7/2022

"One of the very best Call Center Solutions out there"

5/5

What do you like best about Cisco Unified Contact Center Express?

It is a well-documented solution that works great for almost every call centre especially if you're using Cisco IP Phones. I must mention, competitors are far behind*. Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

Since the Cisco Unified Contact Center was selected after careful evaluation, it still stands straight and delivers all the requirements of a call centre. Review collected by and hosted on G2.com.

What problems is Cisco Unified Contact Center Express solving and how is that benefiting you?

As an organisation, we have a call centre that customers call around the clock. The Cisco Contact Center is the perfect solution that works well and integrates brilliantly with custom-built software using APIs. Furthermore, if you're using the Cisco Unified Communications Manager (Cisco's PBX Solution), it even works better because you're able to administer the entire telephony structure in one place. Review collected by and hosted on G2.com.

Md. Muntashir B.

Assistant Manager (Country Technology Lead)

Mid-Market (51-1000 emp.)

2/16/2022

"Cisco Unified Contact Center Express is a one stop contact center solution"

3.5/5

What do you like best about Cisco Unified Contact Center Express?

It has inbuilt useful and effective features. The most effective part is the customer experience management feature. Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

A bit complex to manage. It will be great if pc to IPT integration is easier. Review collected by and hosted on G2.com.

Recommendations to others considering Cisco Unified Contact Center Express:

Robust product to meet the call center requirement. Highly recommended Review collected by and hosted on G2.com.

What problems is Cisco Unified Contact Center Express solving and how is that benefiting you?

All my agents under in a single platform like inbound and outbound agents and the agents who maintain chat service. Reporting is much more easier and effective Review collected by and hosted on G2.com.

Patrick S.

Telecommunication and Network Specialist

Mid-Market (51-1000 emp.)

12/10/2021

"UCCX"

4.5/5

What do you like best about Cisco Unified Contact Center Express?

The UCCX portal is easy to get assimilated and is pretty intuitive. Although my company is not using all available features, it's good to know that in the future we have plenty of options to increase our customer service options Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

I don't have much to say about any negative things. Nothing stands out. Review collected by and hosted on G2.com.

PRAVEEN M.

Network Support Senior Analyst

Mid-Market (51-1000 emp.)

2/24/2022

"Cisco UCCX - Highly secure customer interaction management solution for agents"

5/5

What do you like best about Cisco Unified Contact Center Express?

The IVR management and reporting features are outstanding, and It's the perfect solution for small to medium-size contact centers. Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

Licensing is an inconvenient thing in UCCX. Review collected by and hosted on G2.com.